System Support Engineer – Domain Trainee – French– Remote PL
Genpact
- Wrocław, dolnośląskie
- Stała
- Pełny etat
The System Support Engineer is a member of the Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support BD products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install-base. The team is responsible for providing customer support service for diagnostic automated Kiestra equipment produced and sold by Integrated Diagnostic Solutions (IDS).Responsibilities
- Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
- Provide remote diagnostics for innovative automated laboratory track systems and instrumentation
- Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
- Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
- Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage.
- Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
- Contributes to team goals and objectives through active participation.
- Promotes Professional Services
- Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
- Attention to detail, superior interpersonal skills and good problem-solving skills
- Troubleshooting hardware and software issues.
- Upgrading systems to enable compatible software on all computers.
Minimum Qualifications
- Experience working with computer networks and systems maintenance.
- A+, Microsoft or Cisco accreditation advantageous.
- Excellent written and verbal communication skills.
- Proficient doing software installations and upgrades.
- Knowledge of basic security concepts and best practices.
- Recent service experience in the troubleshooting and repair of IT and complex electronic systems preferred.
- Experience servicing medical devices and equipment required.
- Experience servicing robotics systems required.
- Requires a good working knowledge of electronics and electro-mechanical devices (Megatronics), PLCs and pneumatics.
- Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.
- Experience with PC assembly, upgrades and repairs is highly desirable.
- Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
- Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
- Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
- Must have the ability to multi-task and be adaptable to changing business environment(s).
- Proficient PC skills (Microsoft Office package).
- English speaking plus additional foreign language preferred
- Bachelor’s Degree, preferably in Electronics/Computers Engineering required, or equivalent experience.
- 24x7...3 shifts
Attractive salary;
- Stable job offers - employment contract
- Work in a multicultural and diverse environment with employees from over 30 countries
- Genpact supports language courses, professional trainings and great career development opportunities
- Free access to our award-winning learning platform
- Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.